Support Specialist I

Summary

Join Modernizing Medicine (ModMed) as a Customer Support Specialist and become an expert on the Klara product, focusing on eForms. You will investigate and resolve customer issues, provide exceptional service, and collaborate across departments. Responsibilities include building and modifying Klara electronic forms, coordinating support, responding to customer inquiries, investigating bugs, collecting feedback, and identifying support patterns. The role requires 3+ years of experience in a support role, basic web technology knowledge, empathy, and strong communication skills. ModMed offers a competitive benefits package including health insurance, retirement benefits, paid time off, and professional development opportunities.

Requirements

• Bachelor's degree preferred
• Ability to work from 11 am to 8 pm EST
• Have 3+ years of experience in a support role, prefer application software support or related
• Have a basic knowledge of web technologies, including knowledge of working with mobility-focused applications
• Consider empathy and patience to be among your top strengths
• Have an aptitude for digesting and communicating technical concepts across audiences of varying technical ability
• Comfortable troubleshooting and isolating application problems to the root cause, including the review of application log files and application administrative consoles
• Communicate with a professional, upbeat, and friendly tone
• Prioritize well, especially while under pressure
• Thrives collaborating in a team setting as well as working autonomously

Responsibilities

• Build and modify Klara electronic forms for our customers
• Provide support to our customer base in response to Klara product requests and problems reported by our customers
• Coordinate across departments to provide support through all stages of the customer's journey
• Execute an exceptional customer support experience- including responding quickly to questions (via email and online chat) and following up on reported issues
• Investigate bugs and file tickets with our Engineering team when appropriate
• Collect customer feedback and advocate customer needs cross-functionally
• Identify patterns in support interactions, then take appropriate action to address these patterns
• Help out with various Customer Success projects as needed

Benefits

• Meals & Snacks: Enjoy complimentary office lunches & dinners on select days and healthy snacks delivered to your desk
• Insurance Coverage: Comprehensive health, accidental, and life insurance plans, including coverage for family members, all at no cost to employees
• Allowances: Annual wellness allowance to support your well-being and productivity
• Earned, casual, and sick leaves to maintain a healthy work-life balance
• Bereavement leave for difficult times and extended medical leave options
• Paid parental leaves, including maternity, paternity, adoption, surrogacy, and abortion leave
• Celebration leave to make your special day even more memorable, and company-paid holidays to recharge and unwind
• Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution
• 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep
• Generous Paid Time Off and Paid Parental Leave programs
• Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs
• Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed
• Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning
• Global presence and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office-based roles and remote availability for some roles
• Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters